Does the Co-Creation of Service Recovery Create Value for Customers? The Underlying Mechanism of Motivation and the Role of Operant Resources

George Skourtis*, Jean Marc Décaudin, Ioannis Assiouras, Elif Karaosmanoglu

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22 Atıf (Scopus)

Özet

This study focuses on the underlying mechanism that leads to co-recovery behaviour and favourable co-created value as response to a service failure. It argues that consumers’ ability to integrate their operant resources (e.g., knowledge and skills) to co-recover from a service failure motivates them to express higher value co-recovery in-role behaviour and hence enjoy higher hedonic and utilitarian values. To test this claim, our study investigates the impact of consumers’ ability to co-recover on value co-recovery in-role behaviour by taking into account extrinsic and intrinsic motivation as mediators. The results reveal that extrinsic motivation only partially mediates the relationship between ability to co-recover and value co-recovery in-role behaviour. Furthermore, the outcomes demonstrate that value co-recovery in-role behaviour increases utilitarian value but decreases hedonic value.

Orijinal dilİngilizce
Sayfa (başlangıç-bitiş)997-1013
Sayfa sayısı17
DergiEuropean Management Review
Hacim16
Basın numarası4
DOI'lar
Yayın durumuYayınlandı - 1 Ara 2019

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Publisher Copyright:
© 2018 European Academy of Management

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